F&A Service Delivery Manager in London

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.

Role Title: F&A Service Delivery Manager

Location: Remote – Must be based in the United Kingdom (Occasional travel to client sites and to EXL offices)

Employment Type: Permanent

Summary of the role: EXL is building a finance and accounting delivery capability in the UK to support a global entertainment and consumer products client. You will own day-to-day delivery of an order-to-cash and revenue accounting managed service, leading a dedicated UK-based delivery team and acting as the client's single operational point of contact. The work spans accounts receivable across both B2B and B2C channels, consignment revenue accounting under ASC 606, and the creation of the process documentation and control framework the client needs as it scales. This is a hands-on delivery leadership role rather than a pure people-management one.

As part of your duties, you will be responsible for:

• Service delivery and performance
  • Own end-to-end delivery of the in-scope AR, credit and revenue accounting processes against agreed SLAs and KPIs
  • Run daily and weekly operating rhythms with the delivery team, tracking volumes, ageing, exceptions and backlog
  • Produce and present the monthly performance scorecard, with root cause analysis on any miss and a documented corrective action
  • Act as first point of escalation for the client, resolving issues before they reach the governance forum
• Order to cash (B2B and B2C)
  • Oversee deduction and chargeback management across major retail and marketplace partners, including validation against contracts, purchase orders, pricing agreements and credit terms
  • Oversee cash application and payment allocation, unapplied and unidentified cash resolution, and customer account reconciliation
  • Govern credit memo and write-off processing within agreed authorisation limits, prioritising high-value and aged items
  • Support collections and dispute resolution to reduce ageing and improve recovery rates
• Revenue and consignment accounting
  • Oversee the monthly consignment close, including revenue recognition schedules, estimates and journal entries to a fixed day-2 and day-5 calendar
  • Ensure recognition treatment is consistent with ASC 606 and with client accounting policy
  • Review reconciliations and supporting schedules before client sign-off
• Process documentation and controls
  • Own the documentation deliverable: keystroke-level SOPs, process maps, RACI and control matrices for every in-scope process
  • Maintain documentation as a living asset with version control and a change log
  • Document existing controls and support the client's path toward a lighter-weight internal control framework
  • Embed maker-checker review and manage the quality sampling, audit and calibration cycle
• Transition and onboarding
  • Lead knowledge transfer from the client team: shadow, reverse shadow, supervised production and independent execution
  • Manage tollgate readiness and exit criteria with the transition PMO
  • Build and certify named backup coverage for every role before go-live, so no process depends on a single person
• Team leadership
  • Lead, coach and develop a dedicated delivery team across AR, credit and revenue accounting
  • Own cross-training, capacity planning and attrition backfill, keeping the backup matrix current
  • Set individual goals and run performance reviews
• Reporting and continuous improvement
  • Stand up and maintain the client-facing performance dashboard
  • Identify process gaps and automation opportunities, size them, and build the case for change
  • Contribute to the continuous improvement roadmap and to the joint operations and steering forums

Qualifications and experience we consider to be essential for the role:

• Minimum 5 years in finance and accounting operations, including at least 3 years in order to cash or accounts receivable
• 2+ years leading or supervising a team, ideally in a business process management, shared services or managed services environment
• Hands‑on experience with deduction and chargeback management for large retail or marketplace customers
• Working knowledge of cash application, customer account reconciliation and dispute resolution at volume
• Demonstrated experience writing process documentation and SOPs, rather than only reviewing them
• Experience running a delivery team against client‑facing service levels
• Bachelor's degree in accounting, finance, commerce or a related field
• Excellent written and spoken English, with the presence to hold a client governance meeting
• Existing right to work in the United Kingdom

Skills and Personal attributes we would like to have:

• ACA, ACCA or CIMA, or an equivalent professional qualification
• Revenue recognition experience under ASC 606, and exposure to consignment, royalty or licensing accounting
• Oracle Fusion experience (SAP, NetSuite or similar also considered)
• Tableau or Power BI, enough to build and maintain an operational dashboard
• Internal control documentation or SOX experience
• Transition or migration experience, having moved a finance process between teams or geographies
• Lean or Six Sigma certification
• Background in consumer products, entertainment, licensing or retail

What success looks like at twelve months:

• Every in-scope process documented, signed off by the client and maintained under version control
• Monthly consignment close delivered to the day-2 and day-5 calendar with no missed cycles
• Named, certified backup in place for every role, with no single points of failure
• SLA baseline established and consistently met, with a performance scorecard the client trusts
• A live operational dashboard the client uses without needing to ask for a report
• A costed improvement roadmap for the following year, agreed in governance

As part of a leading global Data and AI company, you can look forward to:

• A competitive salary with a generous bonus, private healthcare, critical illness life assurance at 4 x your annual salary, income protection insurance, and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers.
• We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers.
• We offer a wide range of professional and personal development opportunities.
• We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge.
• From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.

As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.

EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP). At EXL, we offer a flexible hybrid working model that allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

To be considered for this role, you must already be eligible to work in the United Kingdom.